19.02.2016

GOOD NEWS FRIDAY: Unicorn Customer Service Excellence Nationally Recognised

The National Skills Academy Logo

Unicorn is delighted to have received accreditation of Service Excellence from the National Skills Academy for Financial Services.

The accreditation reviews customer service in an organisation, measuring against statements, positive indicators, and judges against a rigorous set of standards.

Jackie Kennedy, Chief Operating Officer at Unicorn, said: "This Accreditation of Service Excellence gives Unicorn external recognition of the quality of its customer service. It is a fantastic accolade to all our employees who work very hard to ensure that are customers are always our number one priority."

helpdeskBusinesses applying for accreditation are assessed in five key business areas - Leadership and strategy, Customer interaction, Performance Management, Communication and Outcomes.

The robust assessment process is underpinned by the FCA's requirements around Treating Customers Fairly, the National Skills Academy’s Business Health Check question set and sector-specific research with clients and customers conducted by the National Skills Academy.

Jackie added: "Unicorn is committed to personal development for all employees, this in turn helps us to continue to provide a First Class service to all our existing and future customers.

michael_helpdesk"Being accredited means we have demonstrated our dedication to the provision of high-quality, professional customer service and our commitment to consistent improvement in service and staff training. It is something we have always been passionate about and the new accreditation now adds a recognised quality mark to endorse what we do."

John Carter, Head of Skills Academy Accreditation Programme, said: "We were pleased to recognise Unicorn for the quality of their customer service. We found the training they provide to be technically accurate and engaging enough to ensure effective learning across a variety of preferred styles.

"Firms like Unicorn are ensuring that the old fashioned concerns about computer based training being potentially dull and uninteresting are no longer valid. In addition they have clearly recognised that, aside from the actual product, service excellence can give them a competitive advantage over others who operate in this area and this is reflected in their ways of working."

The National Skills Academy for Financial Services is an employer-led charity working with the UK financial services industry to improve levels of financial education, create alternative employment routes into the sector and develop the skills of its workforce. The accreditation of Service Excellence is valid for two years.

WHAT THEY SAID...

"The Help Desk are ever patient’, knowledgeable and a pleasure to deal with.

“Your Help Desk is the best Help Desk we interact with and this is often brought up in our internal meetings. The Help Desk Team are always friendly and provide explanations in a friendly, non-techy way with no jargon”

"Sarah manages the account brilliantly, very proactive, responsive and incredibly commercially focussed. She is always pragmatic and always able to come up with a solution regardless of the challenges faced. You are so easy to partner with, professional, reliable and innovative."

“You're a life saver!”

*The Skills Academy provides a diverse range of business and talent development support – and all tailor-made for the industry’s needs. Its educational programmes can be accessed in-house, online and locally through the Skills Academy Training Provider Partner Network. As a registered charity, its aim is to provide value-added and cost-effective programmes. Income generated is re-invested in innovative schemes to further support the industry and development of its people across many business areas. For more information, please visit: www.nsafs.co.uk

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